Pune: Delayed flights, airline staffers’ behaviour and cleanliness top the list of 2,390 complaints that the Ministry of Civil Aviation received through the Air Sewa app and web portal in past six months. While complaints against airlines are the main concern, passengers have also flagged bad services at airports including check-in and boarding.
In Pune, the passengers used the app to mostly complain against the airlines ground staffs’ misbehaviour and delay of flights. Every day around 40 complaints are received on the app from Pune passengers, said an official who is closely related with functioning with the app.
According to a senior official from the ministry, poor customer service (through call centres) and baggage issues like damage and loss, featured prominently among passengers’ grievances even as staffers’ behaviour on-board and at the airport as well as issues in getting refunds ticked off passengers of Pune.
Of the total 2,390 complaints received by the newly set up grievances cell of the Civil Aviation Ministry, flyers raised issues against flight delay (487), airline staff (126) through its app and portal from November 2016 to July 2017, including 98 for meal and 28 for cleanliness at Pune airport.
According to the ministry, of the 2,390 complaints received from the passengers, only 9.2 per cent of the grievances were pending after the assigned timeline.
“All Indian airlines and airports are on the Air Sewa app. If there is a grievance, passengers can register it on the app or portal which will forward it to the concerned stakeholder, be it an airline or airport operator. Over time, the feedback generated as a result will be used to highlight specific issues hampering operations at airports or of airlines,” said an official from Pune airport.
The application lets users choose the agency to which the grievance is addressed to, such as the airline, airport, security, immigration, customs, Directorate General of Civil Aviation (DGCA) or Bureau of Civil Aviation Security (BCAS), and also includes specific categories like ticketing, fares and refunds, check-in and boarding, meal, maintenance, cleanliness, staff crew behaviour, flight delays, baggage and person with disability.